Director for Client Services - Healthcare VA

WRS Health; Brasil; Teletrabalho; USD 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a results-driven Sr. Director of Client Services to lead a team of Virtual Assistants in delivering high-quality support to healthcare providers. This remote role emphasizes operational improvements, team performance, and ensuring compliance with healthcare standards. The ideal candidate will have extensive experience in customer service management, strong leadership skills, and a passion for enhancing service delivery. Join a forward-thinking company that values innovation and excellence in healthcare support.

Qualificações

• 5+ years of leadership experience managing large teams.
• Proven experience in customer service or virtual assistant management.

Responsabilidades

• Lead and manage a team of Virtual Assistants supporting US healthcare professionals.
• Monitor team performance using KPIs and provide timely resolutions to client concerns.

Conhecimentos

Customer Service Management

Team Leadership

Performance Management

Client Relationship Management

Communication Skills

Healthcare Knowledge

KPI Tracking

Coaching and Development

Escalation Handling

Ferramentas

CRMs

Google Workspace

Digital Communication Platforms

Descrição da oferta de emprego

Director for Client Services - Healthcare VA

Join to apply for the Director for Client Services - Healthcare VA role at WRS Health.

Company Overview

Voted #1 EHR by PC Mag, WRS Health delivers a fully integrated cloud-based EMR and practice management solutions to its clients. We provide continuous enhancements to our products and services, including EHR, practice management, marketing, patient coordination, and billing.

Job Purpose and Role

We are seeking a results-driven and highly organized Sr. Director of Client Services for VA to oversee a team of Virtual Assistants supporting healthcare providers in the US. This role is essential for ensuring high-quality service delivery, maintaining team performance, and driving operational improvements.

Key Responsibilities

• Lead, coach, and manage a team of Virtual Assistants supporting US-based healthcare professionals.
• Monitor and evaluate individual and team performance using KPIs and scorecards.
• Conduct regular check-ins and team meetings to ensure alignment and support.
• Handle escalations and provide timely resolutions to internal and client concerns.
• Coordinate onboarding and training of new VAs to ensure compliance with standards.
• Generate and analyze performance reports to identify trends and areas for improvement.
• Report team performance, escalations, and client satisfaction metrics to the VP of Client Services, including insights and recommendations.
• Collaborate with internal departments to enhance service quality.
• Ensure team compliance with HIPAA guidelines and confidentiality protocols.

Qualifications

• Proven experience in customer service or virtual assistant management, preferably in healthcare.
• Minimum of 5 years of leadership experience managing large teams.
• Experience managing client relationships, escalations, and service recovery.
• Strong skills in team reporting, monitoring, and performance management.
• Ability to set, track, and drive KPIs with understanding of scorecards and metrics.
• Experience coaching and developing team members, conducting feedback sessions, and performance reviews.
• Excellent communication skills, capable of leading meetings and collaborating cross-functionally.
• Familiarity with healthcare processes, terminology, or supporting US healthcare clients.
• Tech-savvy, comfortable with remote teams and digital tools (e.g., CRMs, communication platforms, Google Workspace, dashboards).

Location: Remote

Hours: During US business hours (9am-5pm EST or 8:30am-4:30pm EST)

This description outlines the general requirements; other duties may be assigned as needed.

WRS Health is an equal opportunity employer.